Move a work item through its workflow

Each work item has a workflow depending on the workflow of its request type. You can transition a work item to change its status, or perform transitions that trigger actions but keep the status the same (sometimes called "looped" transitions).

Both admins and agents can transition a work item.

Transition a work item to a new status

1. Select the Status menu at the top of a work item

2. Select the new status for the work item

You can also see the work item’s workflow by selecting View workflow. Read more about how to build the workflow you need.

Perform a work item action

If you only have one action, select the name of the action at the top of the work item.

If you have more than one work item action:

1. Select the Actions button at the top of the work item.

2. Select the action to perform.